Regulatory & Complaints Information

How do I make a complaint?

We take pride in providing the highest quality of service possible and we want to continue improving it for you. If there is ever an issue, please feel free to contact Paul Carnell (Head of Legal Practice) or Samantha Bilcliff (Head of Administration) through letter at any time. We will do our utmost to resolve your complaint within 8 weeks upon receipt, with a confirmation from us delivered shortly after five business days have passed. If needed, further action can be taken through The Institute of Chartered Accountants in England and Wales/the Legal Ombudsman. Please submit your complaint by letter.

For further information on the ICAEW complaints process, please see

To ensure that complaints to the Legal Ombudsman are adequately considered, they must be submitted within six years of any action or incompletion and no later than three years after it has been discovered. If you have already received a written response from us in regards to your complaint, submissions should occur within half a year from then onward.

The contact details for the Legal Ombudsman are:

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ


Telephone 0300 555 0333

Is there a compensation scheme?

If the unthinkable happens, our scheme with ICAEW may be able to offer you a financial grant. Eligible claims must generally occur within 12 months of when losses were discovered or reasonably ought to have been known. For more details on this and further information regarding eligibility criteria visit today.

Do you hold professional indemnity insurance?

Our liability is covered to the fullest extent possible with professional indemnity insurance coverage that exceeds ICAEW requirements.   Our liability for any claim will not exceed this amount, although a lower agreed limit may be specified in writing where necessary.

Our responsibility and liability to you for any claim resulting from our professional appointment will be limited by law, according to what is fairly determined across all parties involved. This includes ourselves, yourself or your representatives (directors, officers etc.), as well as anyone else who may have joint/several legal obligations towards you regarding the same claims.  Furthermore, we cannot accept responsibility if events occur beyond our reasonable control which impede us from providing services as agreed.

The limitations and exclusions referred to will not apply to liability for fraud, or death or bodily injury, or for any other liability which cannot lawfully be excluded.

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